eSewa Fonepay Pvt. Ltd.

eSewa Fonepay Pvt. Ltd.

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Apply Before: 02 Jun, 19

Detailed Job Description / Requirements:

Designation:  Quality Assurance Officer - CSR

Department: Customer Support Department

We're looking for a customer service professional who can help support our growing member base. Our ideal candidate is someone who is energized by helping our team and is a determined problem-solver.

Job Description:

  • Draft quality assurance policies and procedures
  • Interpret and implement quality assurance standards
  • Evaluate adequacy of quality assurance standards
  • Measure the quality unit of calls under the provided guidelines.
  • Devise sampling procedures and directions for recording and reporting quality data
  • Review the implementation and efficiency of quality and inspection systems
  • Plan, conduct and monitor inbound and outbound calls.
  • Document quality assurance activities
  • Investigate customer complaints and non-conformance issues
  • Collect and compile statistical quality data and present it to reporting unit.
  • Analyze data to identify areas for improvement in the quality system
  • Develop, recommend and monitor corrective and preventive actions
  • Prepare reports to communicate outcomes of quality activities
  • Identify training needs and organize training interventions to meet quality standards
  • Evaluate findings and implement appropriate corrective actions
  • Responsible for document management systems
  • Assure ongoing compliance with quality and organization regulatory requirements

Job Specification:

  • Bachelor’s degree holder or equivalent. 
  • Prior work experienced in customer care or support unit.
  • Judgment, decision-making, planning and organizing
  • customer service/support oriented
  • Teamwork
  • Problem analysis and problem solving
  • Attention to detail
  • Good communication skills - verbal and written
  • data collection, management and analysis
  • Proficiency with computers, especially with CRM software, typing speed and MS office packages
  • Good presentation skills
Job Overview
Customer Service
Full Time
1+ years
Graduate (Bachelors)
05 May, 19
02 Jun, 19

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